Engagement Operations Asssociate

The Engagement Operations Associate is dedicated to managing all operational and engagement aspects for our providers globally. This role is essential for ensuring smooth operations, effective communication, and high-quality service delivery within our network. The new hire will assist with network engagement efforts by managing communication with providers, providing support to operational issues and promoting professional growth. Their responsibilities will include tasks such as responding to email inquiries, onboarding new hires and contributing to community initiatives. The ideal candidate will collaborate with our service network, operations and clinical teams to ensure service quality and excellence.
What You'll Do
Network Engagement
Support onboarding processes for new providers, ensuring they are equipped with the tools, knowledge and resources to excel in their roles for seamless integration into our network
Organize and facilitate regular network engagement activities, including hosting monthly virtual townhalls, to foster a sense of community
Schedule and coordinate regular training, group supervision and Q&A sessions in collaboration with Clinical team to support continuous professional development
Communication and Support
Handle provider-related enquiries and concerns to ensure timely and accurate responses in line with organizational policies and procedures
Escalate complex operational issues to the relevant Operations team personnel for resolution and ensure closed loop feedback
Maintain clear and organized communication channels, including driving outreach efforts, facilitating two-way feedback and developing engagement materials to ensure everyone is well-informed
Present consolidated feedback to leadership with actionable insights and potential solutions
Operational Efficiency and Support
Track and analyse engagement metrics for trends, recommend and implement strategies to drive improvements in overall satisfaction and retention of providers
Collect and leverage feedback to identify areas for improvement for better operational efficiency and excellence
Maintain thorough records of provider interactions, escalations, and resolutions for documentation and audit purposes
Prepare accurate calculation of compensation based on agreed rates and contractual terms, ensuring timely and correct payroll processing while addressing discrepancies or issues in a proactive manner
Work closely with cross-functional teams to ensure coordinated efforts, aligned communications on latest updates and effective service delivery
Assist with service deployment for specific on-site or ad hoc requests
Support commercial events, client delivery and other initiatives as needed
Quality Assurance and SOP Management
Review and verify professional qualifications including local regulation or licensing credentials to ensure compliance with company standards
Drives provider quality by overseeing mandatory training completion, compliance audits, licensure management, corrective actions for performance gaps, efficient operational processes for a more motivated and effective service network
Contribute to the development and execution of new processes or tools, including proposing and implementing enhancements to improve provider experience and service quality
Review existing policies and procedures to ensure they align with best practices and evolving needs of our services
Maintain and regularly update a shared repository of operational resources, including guidelines, training materials, and FAQs to ensure providers have the resources they need
Requirements
Experience: 1-3 years of experience in community management, operations or a related role in a start-up environment
Language Proficiency: Fluent in English and local language, both written and spoken
Technical Proficiency: Comfortable using data software and updating documentation, Prior experience using Freshdesk & Metabase is a bonus
Organizational Skills: Strong organizational skills to manage multiple tasks and priorities effectively
Problem-Solving Skills: Ability to handle inquiries and manage issues proactively
Strong Verbal and Written Communication Skills: Ability to convey information clearly and adapt their communication style to different audiences
Attention to Detail: Strong attention to detail in data monitoring and management
Flexibility and Adaptability: Willingness to support various tasks as needed
Team Collaboration: Ability to work collaboratively with cross-functional teams
This role follows either a day shift (core working hours from 10:00 AM to 6:00 PM SGT) or a night shift (4:00 PM to 12:00 AM SGT), depending on business needs. Flexibility may be required to meet business requirements, which could occasionally include working on public holidays. Holidays worked may be offset accordingly.
Open to candidates in India and Philippines
Benefits
Why You’ll Love Working With Us:
Global company – work in a diverse environment with people from nearly 20 countries
Generous leave policy – time off to rest and recharge
Christmas week off – company-wide break during Christmas, separate from annual leave
Birthday leave – enjoy a day off on your birthday
Quarterly mental health days – one day off every quarter to focus on your wellbeing
Flexible work arrangements – work in a way that suits your lifestyle and goals
Work-life balance – a culture that values personal time and long-term wellness
Medical coverage – comprehensive insurance for peace of mind
Performance bonus – high performance is recognised and rewarded
Development budget - annual allowance to support your professional development
Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
Socials and communities – regular non-work events/activities to connect and have fun together

Work arrangement
No